Case Studies

The following case studies will provide you with examples of where CallNorthWest has helped local organisations. If you feel you could provide a valuable case study please contact pressoffice@callnorthwest.org.uk

Helen rings the changes in Cheshire

Helen Gould has achieved a company equilibrium which would be the envy of every business in Britain but particularly those in the contact centre sector.

As countless employers struggle with attrition and recruitment Helen has a waiting list of hopefuls

Helen has never had to advertise for staff and within just nine months of the Crewe operation opening its doors in March 2004 the company had achieved the prestigious Investors in People accolade, fundamental to the firm’s ethos and culture as it grows.

Helen, a former financial controller, believes her centre is a shining example of civilised employee/employer relationships where staff feel valued and want to come to work.

The office is officially a “bitch-free zone” and bullying or unpleasantness will not be tolerated.

It seems staff earn much more than a weekly wage when they sign up at PA4You. An in-house book club allows colleagues to swap titles on self-development and well-being while stress-busting Indian head massages, visits from the company nurse conducting eye tests and staff MOTs, alternative therapists and hypnotherapists are regularly arranged.

Staff let down by childminders have the emergency option of bringing their children to work and a “kiddies corner” has been assembled for that purpose.

Helen, a finalist in Cheshire and Warrington Business Link’s 2005 Business Woman of the Year, says her staff thrive on being part of a successful and friendly team.

She said: “Our staff come from all walks of life from college leavers, to single parents or people returning to work.

“We have a committed team who all feel appreciated, wanted and cared about. I never use the “big stick” approach.

“We do everything we can to vary the day for our staff and avoid stressful situations getting out of hand. Communication is the key and it’s a two way process. I have to accept as well as give criticism if I am to gain my staff’s trust, respect and full support.

“It doesn’t cost anything to be courteous and warm to your staff and colleagues but this is a simple fact many employers just don’t seem to recognise or appreciate the value of. It’s as if the bigger they get, the more out of touch they become, both with staff and clients’ needs. We are trying hard to not allow this to happen here.

“Workplace psychology is crucial to achieving a happy and productive environment which is conducive to success. We want everyone here to feel empowered and enlightened to do themselves and our clients justice.”

Helen established PA4You after recognising a demand for professional back office support and now provides services including postal addresses for clients, diary management, writing sales copy, managing telesales campaigns and Rent-a-rep to support companies at exhibitions or sales visits.

Helen feels her company’s forward-thinking and unique approach makes her stand out from the rest. She said: “I have always said that clients need to know, like and trust you for a successful and lengthy relationship to develop.

“We offer the wow factor, that something extra which shows people we will go the extra mile for them.

“Our clients range from one of the largest IFAs in the UK to an art dealer in Chicago whose paintings we sell.

“We become like a partner in their business and care about it as much as if we were.

“If we do make mistakes we look at them as learning opportunities. We are frank and upfront and people really appreciate that.”

Helen and PAY4You work closely with CallNorthWest, the region’s contact centre champion which was established in 2004.

As part of its ongoing work to promote the sector CallNorthWest regularly hosts events which bring managers in the North West’s centres together to share knowledge and plan for the future.

CallNorthWest’s regional organiser for Cheshire and Warrington, Veronica Gay, said: “Our events allow operators from all sections of the industry, large and small, to meet and share good practices. Contact centre professionals are gaining valuable insights from sharing their experiences and successful methods.

“What Helen has achieved at PAY4You, with the right people and right systems in place is what many businesses aspire to.”